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Metaverse is an amazing example of modern times

It’s still hard to figure out what the Metaverse really is, no one knows for sure at this point. However, interest in the metaverse cuts across all industries – even food brands are trying to take advantage of it by developing virtual reality interfaces. Kore.ai has led the development and deployment of AI-powered virtual assistants by companies across all industries and geographies. We spoke to Prasanna Kumar Arikala, CTO, Kore.ai, for a quick overview of the metaverse. Excerpts:

DQINDIA online | DATA SEARCH

DQ: What are the real Metaverse solutions?

Prasanna: The way we understand the metaverse is that it is the combination of the physical with the digital or virtual forms/avatars.

In today’s scenario, if we go to a website or a mobile app, we are able to pay bills or apply for a loan digitally. Well, if we go to a branch of that bank, we can physically meet the loan officer or the teller, have a conversation, and accomplish something. So, on the one hand, we have a web or mobile application where we can manage things on our own. On the other hand, we can go and meet people. The Metaverse is somewhere in between, as we see.

Instead of going to the web to do something, if you’re using your HoloLens, then walk into a branch and meet a virtual loan officer or virtual cashier and have a verbal conversation with them like you would with a human and accomplish what you wanted to. So you don’t have to get in your car and drive to the branch. Now, you could have done the same on the web, but I think the metaverse lends itself to a type of metaphysical experience that takes you to certain places where it’s better than a web experience. But it all depends on the use cases.

And that’s where conversational AI comes in, because the avatar you’re going to meet in the metaverse would be a bot. We believe that for use cases that lend themselves to the metaverse, over a period where there is a virtual service provider, conversational AI is the basis of that avatar for its very existence and functionality. If avatars are the foundation of the Metaverse, then conversational AI is the engine. This is where we see conversational AI as the biggest enabler of the metaverse.

QD: How will this affect businesses?

Prasana: So just like in the mid-2010s when many customers were unsure of how they planned to implement and use conversational AI but still valued its potential, I imagine in the next few years, there will be many PoCs and experiments, from which will emerge valuable use cases for the enterprise in the metaverse.

Right now, no one knows for sure which major activities will be more popular than others in the Metaverse.

Could it be that opening a bank account is more popular in the Metaverse because the virtual cashier who appears as an avatar better engages the customer and generates more upsell opportunities? Maybe yes.

But for that to happen, there must be good reasons in those business processes that lend themselves to being there physically that prevent them from doing it digitally. It’s the same with the post office or, for that matter, a lot of educational services.

And if you’re thinking about telehealth, going to the Metaverse and meeting a virtual representative of your doctor who can check your vital signs could potentially be one of the strongest use cases.

Whichever way you look at it, there are no humans in the metaverse. You’re not there in human form, nor is that avatar you meet there. Your voice is going to pass through your lens, but on the other side you’re going to encounter an avatar, often a machine that needs to engage with you, in voice or text, and that’s what conversational solutions powered by voice are supposed to be. ‘IA. TO DO.

QD: How will it fit into the cloud user experience?

Prasanna: The virtual and 3D worlds of the metaverse will require greater computing power, greater security, and wide-scale accessibility. They will be hosted on the cloud environment. The power and infrastructure of cloud computing will enable Metaverse to be accessed anywhere and at scale over the Internet. The cloud environment will enable a seamless experience across the omnichannel. Web 3.0 will most likely play a key role in enabling the decentralization of identity and content with greater authenticity.

QD: How do companies improve their presence and their user and CX experiences in a virtual world?

Prasana: With more people choosing to join the Metaverse movement, there will be routine tasks that require more advanced and intuitive communication. Whether it’s sending a letter, buying land, or opening an account, there must be a suitable way to extend communications through artificial intelligence. Technologies such as conversational AI will enable brands to design more engaging and engaging user experiences in this burgeoning virtual environment.

Today, almost all customer-centric organizations are directing their conversational AI use cases towards improving customer engagement, especially when huge volumes are involved and there is a need to expedite repair or resolution.

In the digital society we live in, enterprises are using conversational AI to drive conversational IVR, self-service automation, omnichannel experience, personalized services, and AI-powered agent experiences .

While understanding natural language is fundamental to all of this, the real ingenuity lies in applying this technology to specific business use cases.

Companies with a forward-thinking vision invest their R&D in understanding the type of experiences they want to deliver to their customers and employees and create use cases related to those based on domain-specific know-how, which is supplemented by NLU.

Providers like Kore.ai specialize in designing and building sophisticated conversational experiences that power voice and digital interactions by understanding context, executing natural, human-like conversational flows in personalized ways, and providing a wide range of use cases and consistency across multiple channels.

QD: By harnessing the power of important tools/technologies such as Augmented Reality (AR), Virtual Reality (VR), Mixed Reality (MR), Extended Reality (ER) to enable the metaverse, how the increased use of the technology enables rapid adoption of the metaverse?

Prasana: With the evolution of technologies such as biometrics, augmented reality (AR) and other similar technologies, we expect Metaverse to really accelerate in the days to come. I would focus more on finding and identifying good use cases and creating solutions for them. When it comes to the early stages of the metaverse, the game is obviously the most easily identifiable utility. But what are the really valid use cases from a consumer perspective or from a business perspective? Whether it’s asynchronous or continuous, voice or chat, or anything else. We haven’t found anything yet, because it’s still very new to everyone.

The earliest use cases are potentially in education or empowerment and collaboration across verticals such as healthcare, higher education, and wealth management. There may also be valuable use cases in virtual shopping for retail or e-commerce, and many more that will benefit businesses and consumers in the years to come.

QD: What do you see as the challenges and opportunities with the metaverse?

Prasana: As more retail, banking, and technology companies begin to take advantage of the metaverse, the need for smart and relevant customer service programs will be critical to ensuring success in this new arena. And, to achieve this, it has become increasingly clear that conversational AI must be the foundation of the metaverse, especially for experience delivery.

Whether it’s a virtual post office, a bank or a fast food restaurant, the interactions will be between a human-controlled avatar and a virtual assistant. These avatars must therefore have a simplified means of communicating in order to effectively achieve their objective.

With advancements in technologies in high performance parallel processing, large scale AI models trained with billions of parameters, AR/VR and Web 3.0, definitely create huge possibilities in the metaverse.

Specific to life sciences, we envision multiple high-value opportunities to leverage conversational AI in the metaverse. These include discussing the recommended treatment plan after a difficult cancer diagnosis; obtain clinical consent for experimental therapy; exploring past emotional trauma through psychological therapy; Identify non-obvious psychological traits that predict an ability to work independently; and highly relevant today, determining emotional readiness for returning to a collaborative work environment.

While the opportunities are exciting, it’s interesting to see how this whole ecosystem will evolve. We believe much of this will depend on the type of players that emerge in this space, the technologies they work with, and the innovations they plan to make to create the right use cases relevant to users of different data. demographics. We’re going to have some exciting times ahead, and with conversational AI, we believe we’ll be at the forefront of creating those virtual experiences that make Metaverse a reality.


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